Rowlands J, Yeadon J, Forrester W, McSeán T
BMA Library, London, United Kingdom.
Bull Med Libr Assoc. 1997 Jul;85(3):245-51.
This paper discusses user support in the context of a library-managed online database search service. Experience is drawn from the British Medical Association (BMA) Library's Free MEDLINE Service. More than 9,600 BMA members, who are largely unfamiliar with computer communications and database searching, have registered as users of the service. User support has played a significant role in the development of the service and has comprised four main aspects: an information pack, a help desk, online help, and MEDLINE courses. The paper includes an analysis of help desk usage statistics collected from January 1996 through June 1996, and highlights other relevant research. Plans for further service enhancements and their implications in terms of future user support are discussed.
本文讨论了在图书馆管理的在线数据库搜索服务背景下的用户支持。经验来自英国医学协会（BMA）图书馆的免费MEDLINE服务。超过9600名BMA成员注册成为该服务的用户，他们大多不熟悉计算机通信和数据库搜索。用户支持在该服务的发展中发挥了重要作用，包括四个主要方面：信息包、帮助台、在线帮助和MEDLINE课程。本文分析了1996年1月至1996年6月收集的帮助台使用统计数据，并突出了其他相关研究。还讨论了进一步服务改进的计划及其对未来用户支持的影响。
